As a follow-up to Managing Confrontational Clients, this course takes a more in-depth look at service and customer expectations. This course examines how interpersonal skills—especially non-verbal communication and listening skills—can enhance or undermine any service interaction.

You will learn to:

Evaluate your personal listening habits and identify strengths and areas for improvement
Recognize non-verbal cues that can keep you in control
Recognize how empathy impacts a service interaction
Assess how your internal and external customers realistically perceive you

You will benefit by:

Enhancing your current customer service skills
Developing self-awareness of your own communication style and the message you are projecting
Gaining new techniques to help you calm angry customers and show empathy while staying in control

Audience:

Anyone who works with the public, or on a team, who desires to get a more in-depth look at customer service and interpersonal communication issues

Recommendations for Course Preparation:

Participation in Managing Confrontational Clients and Listen Up! Hear What’s Important, Ignore the Rest is highly recommended.